Brian Bustos Email & Phone Number

Kansas City, MO, US

• BEST OF BLOCK AWARD WINNER 2023 ***Guiding teams to identify customer-centric solutions that drive business value.
• R&D – product, research and design lead for emerging technologies
• Creator of CX measurement framework to align and improve digital product and service delivery

Kansas City, MO, US

• Empowering tax pros and team leads to deliver a remarkable customer experience through product and service design.
• Led virtual offering project to drive consistency across channels – increased customer digital engagement by 3x.
• Managed design team responsible for innovation and optimization of field associate apps with key contributions to FY22 customer (2.6%+) and revenue growth (4.5%+)

Kansas City, MO, US

• Fostering a team of creative and strategic thinkers to design future experiences for millions of clients – working closely with stakeholders and product teams, facilitating collaboration to uncover unmet client needs.
• Key contributor in HRB transformation, which included 7%+ client growth and 50%+ digital engagement in 2021
• Chosen by CMO to lead a cross-functional team to develop an end-to-end north star experience strategy, launching multiple workstreams to stand-up key enablers for omni-channel experience
• Aligned resources, recruited and lead effort to stand-up Block Design System to scale quality design and front-end code across enterprise; Estimated 30% increase in design and front-end speed to market
• Developed nation-wide future operating model pilots for 2021 across three regions. Identified new model which contributed to increased tax pro productivity and client satisfaction; Key components of pilot are planned.
• Led.COM 2021 product selection strategy which reduced user choice by 88% in Assisted and contributed to 93% appointment increase in 2021

Kansas City, MO, US

• BEST OF BLOCK AWARD WINNER 2018 ***Lead designer of CX for customers assisted by tax pros in both the retail and online space.
• Researched, designed and launched key market disruptor – virtual tax prep service. Led foundational service and interface design for clients, tax pros and managers. Increasing YOY client growth with 300% increase in.
• Implemented design thinking and logic-based prototyping to accelerate innovation and speed to market for virtual services
• Implemented design thinking and rapid prototyping methodology to accelerate innovation and speed to market
• Designed custom CRM workflow management tool which laid foundation for omni-channel assisted tax prep service fulfillment. 150% increase of unique users and 350% increase of digitized documents in 2020.

Leawood, KS, US

• UX designer and front-end developer on web applications for over 120,000 physicians with an iterative and user-centered design approach throughout applications' life cycles.
• Lead UX designer on QuickPay, a multi-million-dollar payment processing form
• Lead UX designer on Procedure Tracker, a web app for physician practice management
• UX team overhaul of CME shopping experience lead to 40%+ increase in revenue
• 25%+ page-speed enhancement on primary shopping cart page based on performance evangelism

Kansas City, MO, US

• Developed a team of creative minds to serve small companies and help accelerate the penetration of the entrepreneurial "S Curve" through various marketing and sales practices. Provided customized support for seventeen.
• Moved client website from page 4 to page 1 on Google target keyword search with SEO strategy
• Increased total revenue of client by 300% in nine months, leading to the acquisition of the company
• 55% average open rate / 16% average click rate for client email marketing accounts

Kansas City, MO, US

• Departments: Strategic Marketing and Communications | University AdvancementWebsite and email marketing strategist with focus on front end development, analytics and reporting, information architecture, and user.
• Designed new online alumni giving form with 2145%+ donation frequency / 1570%+ donation revenue
• 10-25% improved web and email production time through implementation of customized templates
• Lead developer on ticket purchasing website for sold-out Chelsea Clinton event
• Project manager of email template creation for all academic units with improved UX through responsive mobile design
• Revised analytics reporting to include period-to-period comparison for more strategic analysis

Valparaiso, IN, US

• Developed and managed 800+ client accounts spread across forty-eight states representing local businesses, major universities, and nonprofit organizations.
• Strategized, designed and managed the delivery of companies’ custom CRM
• Overhauled MarComm strategy, introducing CMS and segmented email campaigns
• Three consecutive year-over-year sales growth averaging +175%

Kansas City, MO, US

I worked for the Student Life Office as the Leadership Development Coordinator. My job was to create and implement new programs that would challenge students in both leadership style and personal development.